ITILITE - Senior Manager - Customer Support

About the job

About ITILITE

ITILITE is a Series-C funded B2B SaaS platform revolutionizing corporate travel, expense

management, and payments. Backed by marquee investors from Tiger Global, and Dharana Capital, we serve 500+ companies including Jockey, Puma, Datamatics, ITC Infotech, Perfios, and other esteemed organizations across diverse sectors.

Learn more : itilite.com

Role Overview

We are looking for a dynamic, data-driven leader to head our US-based Support & Resolution Centre (SRC). You willll lead a team of 10-20+ specialists, manage escalations, and drive quality to deliver world- class customer support. The ideal candidate moves fast, thinks sharp, and has a proven track record of building high-performing teams and streamlining processes.

Working Model : Work from Office

Schedule : US Shift Timings

Key Responsibilities :

Team Leadership & People Management

• Lead and mentor a 10-20+ member US-based support team, fostering high performance.
• Manage full-cycle hiring with HR, from sourcing to onboarding.
• Conduct monthly 1 : 1s to review performance, recognize strengths, and set development plans.
• Serve as primary contact for grievances, ensuring fair and timely resolution.

Operations & Escalation Handling

optimal coverage.

Quality, Process, & Performance Improvement

service standards.

and leading strategic change execution.

professional development.

timelines.

Reporting & Cross-Functional Collaboration

What should you have?

teams of 10-20 in fast-paced contact centre environments. A background in the travel sector is a

plus.

inform every decision.

"why" behind every metric and turn insights into action.

towards key business results.

industry best practices.

(ref : iimjobs.com)